freedom of information

our publication scheme

As an independent organisation we’ve got a unique perspective on money matters. And we know many people look to us for the insight and information they need – from financial businesses and their customers, to policymakers, researchers and business and consumer groups.

Since we were set up in 2000, we’ve always aimed to be as open and helpful as we can in sharing what we know. Through our website, publications and outreach, we answer questions about our work free of charge. And we consult publicly on the issues and decisions that matter to the people who use and fund us.

how we make decisions

the rules setting out how the Financial Ombudsman Service (and businesses providing financial services) should handle complaints – published as part of the Financial Services Authority's Handbook in the section called Dispute resolution: complaints

The UK's official expert in sorting out problems with banking, insurance, PPI, loans, mortgages, pensions and other money and financial complaints.

need help?

information in different formats and languages

We can provide information in different formats and languages free of charge. And we can adapt the way we communicate with you – depending on your needs. For example, we can use Braille, large print or CD/audiotape and we can make and receive calls using Text Relay.